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Client Care Assistant

4 months ago

Fife, United Kingdom LINNAEUS VETERINARY LIMITED Full time

**Location**:
2 Pottery Street, Kirkcaldy, Fife

Hours:
Part time

Practice:
St. Clair Veterinary Group Kirkcaldy

**Your role and responsibilities**
- Greet and receive clients and their pets on arrival and then monitor and manage waiting times.
- Scheduling all appointments efficiently, trying to be flexible around the client and being polite if the client appears to be difficult or inflexible.
- Issue all new clients with registration forms on arrival and immediately make any necessary corrections to computer records once the forms have been returned to reception
- Be familiar with the practice website, to guide clients and enquirers through to relevant sections.
- Complete all paper forms as accurately and fully as possible.
- Liaise with the nurses regarding admissions and discharges, ensuring that any medication is ready, the invoice has been paid and any further appointments have been arranged (unless the veterinary surgeon concerned is to discharge the pet personally).
- Ensure you are familiar with all routinely dispensed products regarding nutrition, obesity, worming and flea problems, and check that you have access to relevant information on certain products.
- Counsel clients with regard to available products and also basic pre and post-operative care where appropriate promote sales where appropriate. For example; ask clients who are here for boosters if they have enough flea supplies/wormers etc. to last until their next visit.
- Assist the client with any invoice queries to ensure they are clear on what services have been provided and the cost.
- Provide the client with appropriate ‘hand-out’ literature for their pet’s medical condition, problem, nutrition etc.
- Deal with requests for help from vets wherever possible.
- Deal with client complaints according to the practice complaints procedure and escalate to the appropriate person where necessary.
- Use common sense and sensitivity particularly in cases of euthanasia, terminal illness or severe injury.
- Handle any complaint tactfully and pleasantly, ascertaining the problem and approaching the appropriate vet, nurse or manager, if necessary, to discuss the issue quietly and resolve for the client.
- Keep clients informed if they are likely to be kept waiting - why, how long, etc. Explain that other people may seem to be going in before them but this is because they are seeing another vet.
- Monitor reception room cleanliness and clean if necessary. Tidy the magazines check the client toilets at regular intervals as well as the general area
- Support Insurance Claim procedures
- Debt Management - Phone clients to ensure bills are paid on time

The hours will be various between 8am - 7pm across Monday to Friday working 4 days with 1 Saturday a month when required.

**Benefits**
- 5 weeks holiday + bank holidays + Birthday Leave
- Career progression opportunities
- Staff discount schemes
- Life Assurance
- Enhanced sickness pay
- Enhanced equal family leave
- E-car salary sacrifice scheme
- Employer contribution pension scheme
- Wellness program including:

- Employee assistance program
- Eyecare voucher scheme
- Free annual Flu jab
- Cycle to work scheme
- Recruitment referral reward scheme

**About us**

We are a RCVS accredited, primary care practice for small animals that operates across Fife in Scotland and multiple other sites. As a committed animal practice, we pride ourselves on providing an extensive and comprehensive range of services. With our certified team of vets and nurses we ensure that our patients get the best quality care with us.

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